Customer Service Excellence Coordinator

Customer Service Excellence Coordinator (816231)

• Full‑time
• Job Title:
  
  QA Specialist (816231)
• State
  
  Location:
  
  FL

We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high‑growth, high‑demand industries. Our committed and well‑trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector‑focused centers and community, and partner sites.

• Develop, document, and maintain customer experience standards (greeting, intake flow, communications, follow‑up).
• Working with participants to resolve complaints and compliance issues.
• Conduct regular service audits and assess compliance with service and program policy standards.
• Assess participant files for data integrity, provide feedback loops to case managers and leadership, ensuring the error rate remains below 3% per company standards.
• Provide targeted coaching to staff on programmatic policy standards.
• Survey participants for regular feedback loops of ongoing continuous improvement.
• Evaluates interviews and assessment documentation of participants.
• Manages enrollment forms and case notes for continuity, completeness, signatures, and disclosed barriers.
• Ensures participant education, background, prior work experience, skills, interests, and employment goals are uploaded.
• Communicates with customers to obtain employment information and documents customer outcomes in system file.
• Obtains proof of credentials and measurable skills documentation as required.

• Bachelor’s degree in a related field preferred; or equivalent work experience.
• One or more years of experience in workforce development or data entry integrity preferred.
• Familiarity with the communities being served, with knowledge and understanding of local needs and resources.
• Strong organizational, customer service, and communication skills.

Position is in Carol City.

All your information will be kept confidential according to EEO guidelines.

All qualified applicants will receive consideration for employment without regard to race, color, gender, age, pregnancy, sexual orientation, gender identity, ancestry, religion, national origin, veteran status, physical or mental disability, or reprisal or any other characteristic protected under state, federal, or local law.